Transcription
CUSTOMER GUIDE TO TECHNICALSUPPORT AND MAINTENANCEPhysical AccessSecure IssuanceExtended Access Technologies (EAT)Identity and Access Management (IAM Solutions)DOC-00083, Rev. 6.1April 2019hidglobal.com
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.1Contents1Welcome . 42Support Offerings . 52.12.22.32.43Contacting Technical Support . 93.13.23.33.444.44.54.64.74.84.94.10Overview . 13Support Self-Service (Knowledge Base) . 13Support Levels . 13Definitions of Support Levels . 13Support Level Responsibility . 15Certification Training . 16Service Level Agreement (SLA). 16Request Types . 17Defects / Bugs . 17Enhancement Requests. 17Requests for Technical Assistance . 18RMA Requests . 18Sales and Pre-Sales Assistance . 18Customer Service . 19Support for Third-Party Products . 19Third-Party products sold by HID. 19Third-Party products tested for compatibility by HID. 19Third-Party products neither sold by nor tested for compatibility by HID . 20Escalation Procedures . 20Extended Access Technologies . 20Surveys . 20Log Files and Customer Data . 20Maintenance . 225.15.25.3April 2019Overview . 9Web Support . 9Telephone Support . 9Email Support. 11Following-Up an Existing Case via Email . 11Initiating a Case via Email . 11Case Management . 134.14.24.35Overview .5Support Offerings .5Support Services . 6FARGO Authorized Service Provider/Authorized Repair Provider(ASP/ARP) Programs .8Overview . 22Maintenance Definitions . 22Upgrades / Major Releases . 22Updates / Minor Releases . 22Service Packs / Patch Release . 22Hotfixes / Builds . 23HID Approve App Store Publishing and Beta . 23Responding to Operating System Updates. 23Page 2 of 35
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.15.45.56Support Procurement and Renewal Process . 266.16.26.36.47Bug fixes and New Functionality . 23Maintenance Downloads . 24End of Life. 25Overview . 26Initial Procurement . 26ActivID . 26pivCLASS . 26Renewal . 26Reinstatement Fees and Termination . 27Purchasing Additional Licenses with Support (ActivID) . 27Warranty, the Return Merchandize Authorization (RMA) Process,and Special Hardware Support . 287.17.27.37.47.57.6Overview . 28PACS and Secure Issuance Products . 28Warranty . 28RMA . 28ActivID Products . 28Warranty . 28RMA . 29Extended Access Technologies Products.30OMNIKEY (finished readers) .30Embedded Solutions Products .30Appendix A:HID Technical Support Holidays . 31US Offices Holidays1 . 31Mexico Office Holidays. 31Brazil Office Holidays. 31UK Offices Holidays . 32France Office Holidays . 32Hong Kong Office Holidays . 32China Office Holidays. 33India Bangalore Office Holidays . 33Australia Melbourne Office Holidays . 33Japan Tokyo Office Holidays. 34Page 3 of 35April 2019
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.11WelcomeThis handbook is designed to help you become acquainted with Technical Support at HID Global andget the most out of your Support experience. Please review this handbook in its entirety so that you areaware of how to locate the information you require at any point in the future.All products in HID Global Physical Access (Credentials, Readers, Network Controllers, & EasyLobby),Secure Issuance (FARGO, Asure ID, & TRISMTRISM), Identity and Access Management (IAM Solutions1)and Extended Access Technologies (OMNIKEY , Embedded Technologies, & Lumidigm) are covered bythis handbook.Government ID Solutions (LaserCard Optical Media Cards, ePassports), Identification Technologies (IDT)(RFID Tags such as Animal Tags, Clothing Tags, etc.), PEAKE, Impro, , Bluvision, Mercury and QuantumSecure products are not covered.This handbook is for HID Global Customers. The term Customer is used to refer to any entity that haspurchased products or services directly from HID Global, such as Distributors, Original EquipmentManufacturers (OEMs), and Integrators.1 ExceptApril 2019for IdenTrust.Page 4 of 35
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.12 Support Offerings2.1OverviewHID Global offers a wide variety of products to meet many different needs and solve problems of greatlyvarying complexity. As such, HID Technical Support offerings vary considerably depending on thenature of the product. This section covers available HID Global Support offerings and the services theyinclude.2.2 Support OfferingsHID provides multiple Technical Support offerings: Free Support, Standard and Premium TechnicalSupport, and various Custom Support offerings.Technical Support is the ability to contact the HID Technical Support department for the resolution ofsuspected problems with HID hardware, software and services, while Maintenance is the provisioning ofupgrades and updates. See Section 5: Maintenance, for more details. Standard and Premium Supportofferings include both Technical Support and Maintenance, and for these offerings Technical Supportand Maintenance cannot be purchased separately. For Free Support and Custom Support offerings,Maintenance is always free unless noted otherwise. In addition to Technical Support, hardware itemsalso have Warranty periods. See Section 7: Warranty, the Return Merchandize Authorization (RMA)Process, and Special Hardware Support.HID Global Technical Support offerings vary by product, as listed in the following table.Table 1: HID Support Offerings Availability by rdSupport(Paid)PremiumSupport(Paid)Physical AccessPhysical Access readers1, credentials2,EasyLobby 3, and VertX/Edge pivCLASS PAM and SoftwareSecure IssuanceFARGO printers ID4 Asure Asure ID SDK4 FARGO SDK4 TRISM3 IAM SolutionsActivID Authentication Server, ActivID Appliance, ActivID AAA, ActivID CMS, ActivID BMS, ActivID ActivClient , ActivID Validationproducts, HID Approve , HID PIV IDMS, HIDCrescendo Mobile IAM Solutions’ cloud services5 : AuthenticationService, CMS Cloud, & HID Risk ManagementSolution Extended Access Technologies6OMNIKEY Page 5 of 35 April 2019
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.1FreeSupportCustomSupport(Paid)Embedded Solutions Lumidigm te: For Warranties, see Section 7: Warranty, the Return Merchandize Authorization (RMA) Process,and Special Hardware Support.1 PhysicalAccess readers includes pivCLASS readers.2 Theword Credentials as used throughout this document includes all form factors such as cards, Mobile IDs, tags, andfobs, and also includes Crescendo smart cards. Support for Crescendo smart cards includes support for CrescendoMiniDriver. For ActivClient middleware, see IAM Solutions in the table above. For Crescendo Mobile, see IAMSolutions in the table above.3For EasyLobby and TRISM, Technical Support is free and Maintenance is a paid service.4Asure ID Customer Support is always free of charge for Customers. For your End Users contacting HID TechnicalSupport directly, Asure ID Technical Support is free for the first 90 days, after which an Asure ID Protect Plan mustbe purchased. The Asure ID SDK comes with 8 hours of developer support.5For IAMS cloud services, Premium 24x7 Support is included in the cost of the service.6Extended Access Technologies paid support covers Custom Product Opportunities (CPOs) which are projects forcustomized OEM products (e.g. a custom tuned antenna). Free Support includes design-in effort as covered insection 2.3.2.3 Support ServicesThe following table outlines the different services available for each Support offering.Table 2: Services Included in the Technical Support OfferingsFreeSupportSupport ServicesCustomSupportStandard Support(8x5)Premium Support(24x7) Support outside of business hours1Service Level Agreement (SLA)2 Access to Support via Web, Email, andPhone (business hours)1 Software: Upgrades, Updates, ServicePacks, and hotfixes via website, portal, oremail3 Hardware: Firmware and Driver Upgradesand hotfixes (Secure Issuance, IAMSolutions, EasyLobby, NetworkedControllers, Embedded Solutions,Lumidigm and OMNIKEY only)4 N/AN/AN/AServices: Upgrades, Updates applicable tothe cloud serviceN/AN/AN/A Note: For Warranties, see Section 7: Warranty, the Return Merchandize Authorization (RMA) Process,and Special Hardware Support.April 20191Opening a Case via email is not offered for all products. See Section 3.4: Email Support for more details. Businesshours are defined in Table 3: HID Technical Support Hours, Languages, and Phone Numbers per Product and Regionor the Technical Support website, https://www.hidglobal.com/support.2The Service Level Agreement found in Table 4 also applies to Free Support in the specific case of Mobile Access.Page 6 of 35
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.13Access to upgrades, updates, and hotfixes for Standard and Premium Support depend on Support and Maintenancepayments being current. See Section 5.4: Maintenance Downloads for more information on how to obtain updates.See Section 5.5: End of Life for information related to Updates.4 Driverupdates for the EasyLobby Intellicheck DCM, Acuant, and AssureTec devices require that a currentEasyLobby Maintenance contract be in place. Firmware and driver upgrades for legacy products are available on alimited basis. Contact Technical Support for more detailed information.Page 7 of 35April 2019
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.12.4 FARGO Authorized Service Provider/Authorized Repair Provider(ASP/ARP) ProgramsHID FARGO Authorized Service Providers (ASPs) are able to provide quality timely technical supportand repairs to their End Users. ASPs attend a multi-day training course to become certified.HID FARGO Authorized Repair Providers (ARPs) are an extension of the HID Global Repair Departmentand are paid by HID to perform repairs. To qualify to become an ARP, providers must first become anASP.Contact your sales account representative for more information about the ASP or ARP program. Forgeneral Warranty information, see Section 7: Warranty, the Return Merchandize Authorization (RMA)Process, and Special Hardware Support.April 2019Page 8 of 35
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.13 Contacting Technical Support3.1OverviewBefore contacting HID Technical Support, please make sure that you have read through all of theTechnical Support policies in Section 4: Case Management.3.2 Web SupportWeb Support is provided for all products and all Support offerings.Web Support: Physical Access, Secure Issuance and Extended Access Technologies (EAT)Option 1: One-time online Case submissionURL: t-caseRegistration: NoneOption 2: Submit and Manage Cases onlineURL: t-customer-portalRegistration: Customers can register for an account if they do not have an account already.Web Support: IAM SolutionsURL: https://iamsupport.hidglobal.comDescription: Submit Cases and view/update existing Cases onlineRegistration: If you do not have an account with the Support Center, then one will be created for you thefirst time you email iamsupport@hidglobal.com.Note: It is strongly recommended that any email or Web-initiated technical support requests for Urgentproblems be followed up with a phone call to ensure the shortest possible response time. See Table 4:Service Level Agreement for Standard and Premium Support, for the definition of Urgent.3.3 Telephone SupportTo contact HID Technical Support by telephone, consult the following table. Hours listed apply to Freeand Standard Support only, Monday through Friday, and do not include local holidays. Holidays arelisted in Appendix A for each major Technical Support office. If Premium Support is purchased, thenphone hours are 24 hours a day, 7 days a week.Note: The ActivID phone system provides an option to indicate if you are a U.S. Federal GovernmentCustomer. This decision tree must be followed in order to be directed to a member of the supportorganization that is a U.S. citizen based in the United States.Page 9 of 35April 2019
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.1Table 3: HID Technical Support Hours, Languages, and Phone Numbers per Product and RegionCountryProducts07:00 – 18:30FARGO Printers/Asure ID, EasyLobby,Network Controllers07:00 – 18:00pivCLASS08:00 – 18:00English 1 800 670 6892Biometrics (Lumidigm)11:00 – 19:00 1 505 272 7057TRISM07:00 -19:00 1 512 776-9950 Option#2Contact your sales representativeCard Readers, Credentials, FARGOPrinters/Asure ID, EasyLobby,Network Controllers, Mobile Access08:00 – 17:00Biometrics (Lumidigm)11:00 – 19:00RFID TagsCard Readers, Credentials, FARGOPrinters/Asure ID, EasyLobby,Network Controllers, OMNIKEY ,Mobile AccessActivID Authentication Server,ActivID Appliance, ActivID AAA,ActivID CMS, ActivID BMS, ActivIDActivClient , ActivID Validationproducts, HID Approve , HIDCrescendo Mobile, HID RiskManagement Solution, Tokens, HIDPIV IDMS, CMS Cloud and HIDAuthentication ServiceBiometrics (Lumidigm)RFID TagsApril 2019 1 866 607 7339 1 949 732 238308:00 – 19:00RFID TagsEuropeMiddle EastAfricaLanguage(s) Contact InformationCard Readers, Credentials, MobileAccessActivID Authentication Server,ActivID Appliance, ActivID North America AAA,ActivID CMS, ActivID BMS,(US and Canada) ActivID ActivClient , ActivID Validation products, HID Approve ,Central TimeHID Crescendo Mobile, HID RiskManagement Solution,Tokens, HID PIVIDMS, CMS Cloud and HIDAuthentication ServiceCentral andSouth AmericaCentral Time†Atlantic Time‡HoursSpanish† 52 55 5081 1657Portuguese‡ 55 11 5514 7100English† 1 505 272 7057Contact your sales representative08:30 – 17:30(17:00 Friday)UK TimeEnglish,Spanish 44 (0) 1440 711 82209:00 – 17:00CETFrench,Spanish 33 (0) 1 74 18 17 7009:00 – 17:00CET or percontractFrench,Spanish,English 33 (0) 1 74 18 17 7011:00 – 19:00EnglishUS Central Time 1 505 272 7057Contact your sales representativePage 10 of 35
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.1CountryProductsCard Readers, Credentials, FARGOPrinters/Asure ID, EasyLobby,Network Controllers, Mobile AccessAsia PacificActivID Authentication Server,ActivID Appliance, ActivID AAA, ,ActivID CMS, ActivID BMS, ActivIDActivClient , ActivID Validationproducts, HID Approve , HIDCrescendo Mobile, HID RiskManagement Solution, Tokens, HIDPIV IDMS, CMS Cloud and HIDAuthentication ServiceBiometrics (Lumidigm)HoursLanguage(s) Contact Information09:00 – n 852 3160 9833(Hong Kong)09:00 – 18:00HongKong/BeijingTimeCantonese,Mandarin 86 755 8835 3187(China)09:00 – 18:00India Standard EnglishTime 91 8042561200 (India)09:00 – 18:00Japan TimeEnglish,Japanese 81 45 287 0752 (Japan)09:00 – 17:30MelbourneTimeEnglish 61 3 9847 6850(Australia)09:00 – 18:00EnglishHong Kong Time11:00 – 19:00USEnglishCentral TimeRFID Tags 852 3160 9873 61 3 9111 2319(Australia) 1 505 272 7057Contact your sales representative3.4 Email SupportFollowing-Up an Existing Case via EmailEmail may be used when follow-up is necessary for a Case opened via the Web or Phone. Whenusing email for following-up with a Case, replying to the emails from HID Technical Support willensure that the relevant HID support email address is used and the Case-specific subject line remainsintact. This is necessary for proper logging of the email to the HID Case tracking system and willensure the quickest possible reply.An email without the subject line denoting an existing case will create a new case.Initiating a Case via EmailInitiating a Case via email is possible for ActivID and Extended Access Technologies (EAT) products.For other products, see Section 3.2: Web Support and 3.3: Telephone Support.ActivID Technical Support Email idglobal.com (U.S. Government Customers)Extended Access Technologies Support Email addresses:Biometrics (Lumidigm)Page 11 of 35April 2019
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.1support bio@hidglobal.com (world-wide)Embedded Solutionssupport es emea@hidglobal.com (EMEA)support es nam@hidglobal.com (North America)support es latam@hidglobal.com (Latin America)support es apac@hidglobal.com (APAC)Notes:When opening incidents via email, it will facilitate the processing of your incident if the subject line isin the following format:Subject Line: Reseller and Customer Name – Product and Version – Brief Description of Probleme.g.:Subject Line: Security-R-US for ACME Co – CMS 4.2 – Having trouble issuing smart cardPlease also include the severity level in your email body.It is strongly recommended that any email or web-initiated technical support requests for Urgentproblems be followed up with a phone call to ensure the shortest possible response time.See Table 4: Service Level Agreement for Standard and Premium Support, for the definition ofUrgent.April 2019Page 12 of 35
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.14 Case Management4.1 OverviewThis section covers best practices for getting your Technical Support Case resolved at HID Global.4.2 Support Self-Service (Knowledge Base)It is strongly advised that customers search the Knowledge Base before opening a Case with HID Global.Many common issues are covered in the Knowledge Base.Knowledge Base: Physical Access, Secure Issuance and Extended Access TechnologiesURL: gistration: No login requiredKnowledge Base: ActivIDURL: https://iamsupport.hidglobal.comRegistration: If you do not have an account with the ActivID Support Center, then one will be created foryou the first time you email iamsupport@hidglobal.com.4.3 Support LevelsDefinitions of Support Levels4.3.1.1Level-1Technical Support consists of basic End User questions that can usually be answered by referringto the product documentation, HID Global website, or Knowledge Base.Example (PACS): A question such as “How do I enroll cards onto my EntryProx?” can be answeredby referencing the product documentation.Example (EasyLobby): A question such as “How to add a new visitor by reading a driver’s license?”can be answered by referencing the EasyLobby User guide documentation.Example (Secure Issuance): A question such as “Can I upgrade my current printer with options fordual-sided printing or magnetic encoding?” can be answered by referencing the productdatasheet for information argo.Example (IAM Solutions): A question such as “I would like to move from Windows XP to Windows7. Will this be supported?” can generally be answered by referencing the Supported Platformssection of the product documentation.Example (Extended Access Technologies): “Which card types are supported by an SE ReaderModule?” can be answered by referring to the product data sheet.4.3.1.2Level-2Technical Support involves attempting to reproduce the issue with a duplication of the Customeror End User environment, collecting logs, and qualifying the support request particulars. Level 2Technical Support is usually performed by the Customer that purchased products directly fromHID Global when no solution could be found through Level-1 technical support. Level 2 TechnicalSupport skills are usually gained by attending an HID Academy course on-line or in person.Example (PACS): Question: “I have a new installation of cards and readers and the access controlsystem reports occasional misreads from the readers.” Assuming Level 1 research was unable toPage 13 of 35April 2019
Customer Guide to Technical Support and Maintenance, DOC-00083, Rev. 6.1resolve the problem. Level 2 Technical Support could involve:1.Performing basic troubleshooting, e.g. Checking that the reader configuration and the card part number are compatible Checking the environment (power supply voltage / current / type, cabling type, lengthand route) Substituting reader positions (does the problem follow the reader or the position?) Are the card holders carrying any other cards that the reader is capable of reading?(E.g. iCLASS Legacy and SE readers can read "Pay Pass" radio frequency credit cards).2.Gathering information, e.g. Make and model of all hardware (readers, credentials) Reader firmware version Credential Sales order numberExample (EasyLobby): “I'm getting a "not found error" in EasyLobby?” Assuming Level 1 research wasunable to resolve the problem. Level 2 Technical Support could involve:1.Verifying that EasyLobby settings are properly setup.2.Verifying that EasyLobby Configuration Utility settings are configured properly (badgetype, access level, SQL Instance name, integration settings screenshot).3.Verifying that both EasyLobby DB Server and PACS DB Server can communicate witheach other properly.4.Enabling verbose logging for more specific reason for the failure.Example (Secure Issuance): The printer has stopped during the print process and displays an errormessage.Assuming a search
2 Support Offerings 2.1 Overview HID Global offers a wide variety of products to meet many different needs and solve problems of greatly varying complexity. As such, HID Technical Support offerings vary considerably depending on the nature of the product. This section covers available HID Global Support offerings and the services they include.
